Baku Raj Patlolla

  • Hyderabad Telangana

Work History

Work History
Jan 2014 - Present

Service Delivery Manager


As a Service Delivery Manager my responsibility is to :

Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration.

Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes

Ensuring that services and components are designed and delivered to meet their availability targets.

Bridge gaps between delivery teams and drive rapid recovery during incidents

Provide a holistic view of the customer’s environment and make recommendations to improve overall service.

Actively engage in any transition/transformation activity for the account and facilitate smooth execution

Drive Service Improvement Programs that add “Value” to the Client

Ensure all issues and risks are documented and are reviewed regularly with the sending geo/customer as part of the governance, Proactive identification of issues and risk

Ensure the baselines are reviewed periodically and SESDR/CEP is current

Ensure to be part of CAB/ECAB/MCAB meetings and provide approvals and inputs where necessary

Ensure to be part of PMR review and Major Problem record reviews and provide inputs where necessary

Conduct Weekly & Monthly interlocks with the clients and ensure their feedbacks are taken back to the teams and concerns addressed.


Feb 2009 - Dec 2013

Major Incident Manager / Business Recovery Executive


Escalation point for High/Critical Severity Incidents.

Monitor and drive resolution of High/Critical Severity incidents and incidents with global impact.

Assessing the business impact of the incident and assigning & updating priority where appropriate.

Providing guidance where required to the Service Desk on assigning severity for high severity incidents.

Establish a Major incident management conference call, chat session and any other communications channels required.

Responsible for the initial decision to initiate an Major Incident Command and the assembly of subject matter experts required for Major incident resolution.

Execution of Escalation Management procedures per the standard operating procedures.

Engagement with subject matter experts from key technical teams including Network, Middleware, Data Center, and Application Operations.

Escalation and communication to Service Platforms & Executive management based on business impact and duration, or where required technical resources cannot be located.

Provide updates through mails or calls regarding ongoing Major incident status to Customer, CIO, Delivery Project Executive etc.

Providing input to Problem Management team for Major Incidents. 

Raise a Major Incident report for Major incident and mail the customer the same which would include Management summary of events , root cause as perceived at the time of incident and correction action taken.

Driving the efficiency and effectiveness of the Global Major Incident Management process.

Strictly work under ITIL process framework

Transition and Transformation of new accounts

Drive Service Improvement Plans

Apr 2008 - Feb 2009

System Operations Lead Specialist


Involving in Daily incident management

Coordinate High Severity and Critical severity incidents with Incident/Duty Manager and provide communications to the business thru phone or mail to the stake holders.

Monitoring the server Problem using BMC Patrol Tool and TEC Console

Monitoring the Netback up Jobs for Critical servers and Restarting Jobs or devices once they fail

Batch monitoring for Critical development servers

Monitoring the Routers, Switches, WAPs on NMC Console

Coordinate with resolvers groups like LAN and WAN teams to have the issue resolved.    Restarting applications on unix servers by performing PFRP (Professional fast recovery program) Checking the Health of unix servers by logging on thru putty

Checking the message queue on unix servers.

Restarting windows servers and unix servers depending on the problem description

Killing the processes that take lot of cpu space on windows servers depending upon the alert description Restarting services and cluster resources on windows servers which are in stopped state

Putting Windows and Unix servers under maintenance

Meeting the SLA’s as set by the client. Act as primary contact to ensure timely resolution for customer requests and ensure all customer requests are satisfied accurately and in a timely manner.

Jun 2007 - Mar 2008

Technical Support Analyst


Fielded an average of 100 technical service calls per day.

Provided Technical support which includes Supporting Windows 2000/XP/VISTA,MS Office, VPN connection Account administration: Password reset and account lockout issues for Windows, AS400 & J&J business specific applications.

Provided Root Cause Analysis (RCAs) as and when requested to the problem management team.

Worked in coordination with the incident Manager during high priority incidents by providing updates to the users on ongoing incident status.

Oct 2005 - May 2007

Customer Support Executive

24/7 Customer

Fielded an average of 300 customer service calls per day.

Handled customer escalations in timely manner Provided Root Cause Analysis (RCAs) of the tickets created

Ensured feedback/coaching is given to the agents after the RCA


Apr 2001 - Feb 2007


Vignan Institute of technology

Electronics and Communications Engineering



Problem , Change and Configuration Management

Delivery an enhanced model for problem , change and configuration management under strict ITIL framework

Disaster Recovery 

Provide a plan and approach during a disaster in a IT environment


Planning , Protection & Optimisation


Microsoft Certified System Administrator

Infrastructure Service Delivery Management

Delivery Manager for Infrastructure support teams

Major Incident Manager

Incident and Major incident Management for High and Major incidents

Distributed and Batch Operations

Event Management & monitoring for Unix , Windows and Mainframe Systems

Network Operations

Monitoring of Network Routers and Swtiches

Customer Services

Customer service delivery and relationship management



ITIL V3 Foundation

ITIL V3 Intermidiate

Planning , Protection & Optimisation


Microsoft Certified System Administrator


IBM Hall of Fame - Q1 2012

IBM Hall of Fame - Q4 2013

Best of IBM - 2012 

Best of IBM - 2013

Silver Miles Award - Excellence in Incident management